Level 1 Support Officer (H/F) - Rabat

Company :

AFD.TECH part of Accenture, a specialist in IT and Telecommunications consulting, joined the Accenture group in 2022. Accenture is the world leader in business and public administration services, with cutting-edge expertise in digital, cloud, and security. It is also a community of over 730,000 talents and a common mission: to realize the technological promise combined with human ingenuity. 

By 2025, AFD.Tech, a subsidiary of Accenture, will bring together more than 2,000 talents across 3 countries (France, Belgium, and Morocco), with an annual turnover of over 130 million euros.

Discover the testimonial of Hajar Fathi, Senior People & Project Manager at AFD.Tech in Challenge Maroc magazine by clicking here: https://bit.ly/3QI2VjV

Company culture :

AFD.Tech fosters a deeply human and collaborative culture, built on trust, team spirit, and mutual support.
Employees grow within a close-knit environment where hands-on managers guide, mentor, and empower their teams.
This people-focused approach is strengthened by a solid organizational structure, ensuring consistency, quality, and operational excellence.
Innovation and creativity play a supportive role, while performance and challenge are present but balanced.

Job :

Receive, qualify, and track user requests.

Ensure regular and clear communication on ticket progress.

Qualify incidents and direct requests to the appropriate teams.

Monitor the proper functioning of applications and report any anomalies.

Perform data analysis using SQL and BigQuery to aid in incident diagnosis.

Contribute to resolving level 1 incidents.

Keep the knowledge base and procedure documentation up to date.

Participate in the continuous improvement of support processes and user satisfaction.

Required profile :

You have 3 to 5 years of experience in application support, user support, or customer service. You are known for your service orientation, your ability to communicate with various stakeholders, and your skill in managing multiple tasks simultaneously.

• User communication and follow-up
• Application support and supervision
• Request qualification and routing
• SQL & data analysis under BigQuery
• Knowledge base management and process documentation
• Incident and ticketing management tools (JIRA type)
• Excellent written and spoken French and English skills
• Very strong customer focus
• Excellent communication and teaching skills
• Autonomy, priority management, and initiative

Your optimal candidate journey, in a maximum of 10 days!
 

1.  A first exchange by phone and Teams (or at our offices) with a member of the People & Project team to discuss your profile, the position, and the company
2.  A second interview with a Business Manager or a Technical Expert (by Teams or at our offices)

Responsiveness, timely exchanges, an optimal candidate experience guaranteed with an offer within 10 days maximum.

Reasons to join AFD.Tech part of Accenture, and all our benefits:

• Benefit from personalized support from your first day with our Onboarding team and your future Manager (welcome at our Rabat office, Onboarding day, friendly breakfast).
• Develop your technical, functional, or management skills through the Accenture training catalog and specialized training thanks to our school partnerships.
• Advance your career through our mobility policy.
• Experience extraordinary events with regular events and a family atmosphere (Nintendo Switch Tournament, Photo Shoot, Monthly Birthdays, Football tournament (CAM), Coaching and personal development, Top cake, Barbecue Day, Board Games, annual party…)
• Our recruitments are based on skills, without distinction of origin, age, or gender, and all our positions are open to people with disabilities.

Head office address :

Desired personality traits :

Search for new things / novelty Need for reflection Need for autonomy Involvement at work Ambition